Speech is making news again, and it’s right there on the front page this time. And it even includes a bold prediction about where speech analytics is heading, albeit from a somewhat biased source. The Wall Street Journal last week ran front-page stories about Intelligent Voice, a product that can listen to and detect fraudulent behavior […]
When Alice went on her (somewhat trippy) adventure down the rabbit hole, we encountered some of the crazy characters of her imagination. And while Alice enjoyed her fantastical romp for adventure’s sake, we can learn a thing or two Wonderland for the sake of our marketing.
“Begin at the beginning,” the King said, very gravely, “and go on till you come to the end: then stop.”
It seems like common sense. But when it comes to your content marketing, you need to have a definitive starting place and a definitive end. It’s all about telling a story, and stories have beginnings, middles, and ends. Alice’s certainly did. Your content is no different.
“And what is the use of a book,” thought Alice, “without pictures or conversation?”
A great question, Alice. A great question indeed…especially if, instead of books, we’re talking about content marketing: especially content that is being shared on social media. Avoid the great blocks of text that are such turn-offs to your audience. Use visuals: infographics, photos, videos, charts. And then…ask your audience what they think. First pictures, then conversation. Give your prospects something to talk about.
“But,” said Alice, “if the world has absolutely no sense, who’s stopping us from inventing one?”
This one is quite obvious. Be creative! Look at me. I’m writing a blog about Alice and Wonderland and how you can apply it to your marketing. There is always sense where you make it yourself: just be willing to explore the unbeaten path.
“We’re all mad here.”
This is perhaps the most important one of all: we’re all mad here. Marketers are a special breed, and the sooner we acknowledge our oddities, the more comfortable we will feel with making unique content that stands apart from the competition. There’s an ocean of content out there—make it “mad” and differentiate your brand.
Want to learn more tips for content marketing? Download our white paper, The Marketer’s Guide to Proving (and Improving) Content Marketing ROI.
The post What You Can Learn About Content Marketing From Alice in Wonderland appeared first on Ifbyphone.
This week was a special one for Genesys’ east coast offices, as we moved into our new space in Chantilly, Virginia. Over 150 employees from Sales, Marketing, Product, Product Marketing, Professional Services, Operations, and Engineering moved into this new contemporary office design featuring an open concept to bring the look and feel of Silicon Valley here to the East coast.
We are excited to see how this new space will transform how we interact each day, how we collaborate, how we share, and how we work. Our new space exemplifies Genesys’ culture of promoting creativity and collaboration for their employees.
The majority of employees at this facility are from the Angel acquisition, but this space will also be utilized by all Genesys employees who live in the area. This new space continues to show Genesys’ commitment to cloud-based CX companies.
To get to this place, we did a series of surveys to staff asking them what they wanted in their new space. We heard that they needed conference rooms, Hot Spots to have quick meetings, collaboration space, a good kitchen/pantry area, and a place to let off some steam. The design and architect firm took those survey results to heart as they were the starting point for the final design we see today.
As Genesys headquarters is in Daly City, California, our new office’s open concept design is similar to what you would see at other Silicon Valley-based companies like Google or Facebook. By fostering an open layout, countless conference rooms, vibrant design colors, cutting-edge furniture, and social design. Creativity is at its best when an idea can quickly be iterated into a reality, further helping our clients offer the best possible customer engagement. We look forward to giving tours of our new office.
The Chantilly office is currently looking for great talent as we have 15 opening positions we are looking to fill. Check them out today!
Frost & Sulivan predicts that fingerprint recognition will remain the leading biometric technology, but voice is also expected to grow.
SnapStream 6.1 includes language intelligence for improved search results.
Let’s say you’re on vacation, renting a house in Italy with some friends. You go to pick up the keys to your house but, instead of getting keys, you get a phone number and a code. These are your new keys. This is the new way SmarterKey is changing property rental.
Co-founder David Moss (pictured right) says most people renting out their apartment, house or room on AirBnB or other peer-to-peer rental platforms just don’t have enough time to go back and forth handing keys off to new renters, and picking them up again days later. SmarterKey’s solution to the problem is to eliminate the key, and let the property owner handle all the rentals remotely.
By now, you’re probably wondering “how can one phone call unlock a door?” Here’s how it works: To unlock the house, you call a Twilio number and enter in a code. Once you enter in the correct code, Twilio authenticates it and contacts the SmarterKey platform. SmarterKey then triggers a signal unlock the lock. This all happens in a few seconds. But, David Moss says the service wasn’t quite finished yet.
The problem was data. “People did not want to use data roaming when they’re travelling.” So SmarterKey built a smart hub to give managers and renters different ways to control the property. Now property owners can use SmarterKey’s electronic locks, controlled by the SmarterKey Hub to unlock and monitor a property via SMS, wifi, GSM and bluetooth.
This is just a start for the SmarterKey team. David plans to build out the platform so property owners can control lights, heat, energy usage and more remotely. They’ll be able to see data on how much energy renters are consuming, and how to save. David and his team are hoping their Twilio-powered platform will open the door to put them in more homes worldwide.
As marketers explore new methods to improve their marketing ROI and get more leads, some tools go by the wayside. But some things are so tried and true, their value so undeniable, that they last and last. Call tracking is one of those tools, and here’s why.
Google Search Is Constantly Changing
Every day, 16% of the searches that occur are ones that Google has never seen before. New search terms, new keywords… Search is constantly evolving and having keyword-level information on the calls that come in from your ads is important to capitalizing on those changes and getting an edge on your competitors.
Understanding PPC Performance is Critical
Good search marketers practice the five why’s when analyzing performance to really understand drivers of performance and adjust accordingly, and that depth of analysis usually leads you to the root of the program—keywords. If you’re not at the keyword level and you ask “Why did PPC calls go up/down this month?” you’re stuck scratching your head. Maybe you turn keywords back on next month, but then your data is incomplete and noisy and you’re sitting around trying to tie results from one period to the activities in another—bad practice in today’s fast-paced, multi-faceted digital advertising world.
CEOs Want Attribution
Marketers have to prove to CEOs and clients every month that they deserve a paycheck. That means continuing to get attribution for programs, the leads (calls) they generate and the revenue that results from those leads, as well as providing the appropriate level of detail around those numbers. Call tracking is one of the best ways to do this, and smart marketers lean on it time and time again.
Call Tracking Is Cost Effective
If the call tracking provider uses pooled numbers and session-based tracking, this limits the cost of call tracking programs. Paying 1-2% of your budget to track results and know what efforts work is a no-brainer.
Call tracking has evolved since its creation, but it remains as the go-to tool for marketers who want to prove and improve their marketing strategy. Want to learn more about how smart marketers use call tracking for lead gen? We have a free white paper you can download now, Call Tracking for Lead Generation: What Marketers Need to Know.
Using Agnitio's patented anti-spoofing Voice iD engine, Dictao provides a secure and user-friendly mobile banking experience.
Today we’re very excited to introduce the Twilio.org advisor board and welcome four new members who will help to shape the future of our Billion Messages for Good program. These leaders in the tech and nonprofit world have already provided incredible guidance to our program and we’re looking forward to working together more closely. Learn more about how nonprofits can access support and discounted Twilio services here.
Please welcome our new members!
Byron Deeter, Partner, Bessemer Venture Partners: Bryon Deeter is a successful entrepreneur, investor and consultant currently focusing on investments in the cloud-computing and Internet sectors. He most recently worked as an executive at IBM after the company’s 2004 acquisition of Trigo Technologies, where he served as founding president & CEO.
Mitch Kapor, Co-Chair, Kapor Center: Mitch Kapor is a pioneer of the personal computing industry, relentlessly pursuing creative strategies to leverage technology for positive, progressive change as the Co-Chair of the Kapor Center for Social Impact. He is also the director of the Level Playing Field Institute, which works to increase fairness in education and the workplace by closing the opportunity gap and removing barriers to success.
Judy Levine, VP, Salesforce Foundation: Judy Levine’s experience as president of Catoo Partners and vice president of marketing & engagement at the Salesforce.com Foundation includes leading programs that expanded the reach and impact of corporate philanthropy and building cross-sector partnerships serving corporate and community needs.
Abhi Nemani, Co-Executive Director of Code for America, is a writer, speaker, organizer, and technologist. For the past four years, he has helped build the national non-profit, Code for America, a technology organization dedicated to reinventing government for the 21st century. Abhi has led CfA’s strategic development, including the development of multiple new initiatives designed for scaling the organization’s impact, including the launch of a first-of-its-kind civic startup accelerator and a collaborative network for hundreds of government innovators. Currently serving as Co-Executive Director, Abhi leads growth and product strategy.
We’ve already seen initiatives like The Polaris Project make an impact on human trafficking through the use of technology, and The Magnum Foundations SEE Potential help fuel positive change in a south side Chicago neighborhood. As we expand on a Billion Messages for Good in 2014 we hope to work with social good organizations around the world, and help support their mission through technology.
Online Marketing Firm BitCadet Uses Ifbyphone to Help VersaTube Increase Leads by 208% and Sales by 89%
BitCadet is an online marketing agency specializing in conversion rate optimization. VersaTube, a producer of DIY building kits, came to BitCadet looking for ways to drive more revenue by generating leads and conversions through online marketing. Using a staged approach that included a website redesign, email and Google PPC ad campaigns, and implementing Ifbyphone’s call tracking and call routing technology, BitCadet was able to help VersaTube:
- Improve lead generation by 208%
- Increase revenue by 89% year over year
Stage One: Generate and Track Leads from Online Marketing
First, BitCadet redesigned VersaTube’s website to make it more effective at generating leads by driving visitors to fill out a Request a Quote form or call a toll-free phone number to speak with a VersaTube sales rep. BitCadet also used email campaigns and Google PPC ads to do the same.
While the web leads could be tracked using Google Analytics and VersaTube’s CRM system, BitCadet needed a way to track phone leads from the website, Google ads, and emails. “Proving the effectiveness of our initiatives to clients is critical,” said Dusty Dean, CEO of BitCadet, “and that means being able to measure both the web leads and phone leads we were generating. The phone lead data was especially important, since phone leads for VersaTube convert to a sale at twice the rate of web leads.”
To do it, they turned to Ifbyphone. Ifbyphone’s call tracking technology provided BitCadet with unique, trackable toll-free numbers they could use in VersaTube’s email marketing campaigns, Google PPC ads, and web pages. Using Ifbyphone, BitCadet could see exactly how many phone calls each of their campaigns were generating.
“Ifbyphone’s call tracking technology enabled BitCadet to prove to our client how our online marketing programs increased leads by 208% and sales by 89% year over year,” said Dean. And since Ifbyphone’s software integrates with Google Analytics, that call tracking data was now also available alongside VersaTube’s web data in their Google Analytics account. “Ifbyphone’s integration with Google Analytics gave us truly closed-loop reporting data we could use to update marketing campaigns for optimal performance. We were able to share this data with our clients in weekly meetings to demonstrate ROI and guide important decisions.”
Stage Two: Convert More Phone Leads Using Custom Call Routing
Next, to make sure valuable phone leads were answered quickly, BitCadet used Ifbyphone’s call routing solution to set up a virtual call center for VersaTube’s distributed sales team. BitCadet set up custom call routing rules specific to their client’s needs:
- Ifbyphone sends incoming phone leads to each sales agent’s cell phone simultaneously for 30 seconds. The first agent who answers gets the call.
- If no rep answers, the call is then routed to VersaTube’s main office receptionist.
- Call that came in at the beginning of the day were sent to VersaTube’s agents on the east coast, and calls that came in after 5 p.m. ET were automatically routed to agents still working on the west coast.
“Because phone leads were so valuable, it was important that every one got answered as quickly and correctly,” said Dean. “Ifbyphone’s call routing technology enabled BitCadet to send phone leads to sales agents’ cell phones in the field at once, ensuring that each call got handled fast and effectively.”
Stage Three: Improve Agent Performance Using Call Reporting and Recording
Finally, to help VersaTube close more sales from phone leads, BitCadet monitored VersaTube’s sales agents’ call activity using Ifbyphone’s call reporting and recording.
With Ifbyphone, BitCadet was able to show their client how many calls each agent were taking and the length of each call. Ifbyphone also provided audio recordings of each conversation for quality assurance. “Ifbyphone’s reporting data on sales agents’ call activity and the audio recordings of each call was a real eye-opener for our client,” said Dean. “They were able to measure each agent’s effectiveness, understand why some sales closed and others didn’t, and make improvements to close more deals.”
The End-Result: More Leads and More Sales for BitCadet’s Client
Since implementing their online marketing campaigns backed by Ifbyphone’s technology, BitCadet has seen a 208% increase in leads, and VersaTube has increased their sales by 89%.
“We started with one problem that we wanted to solve which was a gap in our knowledge of where our leads were coming from. When we got to working with Ifbyphone we discovered all of these other cool tools we could use to monitor, route, record, and report on call activity,” said Dean. “And Ifbyphone’s customer support staff were extremely helpful in getting each new stage of the program up and running.”
New Voice iD branding indicates an emphasis on using voice to identify and authenticate callers.
Festivus, The Holiday For The Rest Of Us (To Give Back) Via SMS
We’ve set up the ceremonial Festivus aluminum pole at Twilio HQ, donned with holiday lights you can control via SMS. To make our Festivus pole come to life, text “RED” “BLUE” or “GREEN” to 202-417-FEST(3378) and watch the pole change colors via our Dropcam video feed.
Every time you text in, Dropcam and Twilio will donate one dollar’s worth of food to the SF Food Bank, up to $10,000. We’ll be livestreaming every donation and every flicker of lights until the end of Festivus on December 24th (or whenever the Festivus airing of grievances and feats of strength conclude).
Learn more about how you can donate, volunteer or help out the SF Food Bank by visiting their website here.
Over the last few months at Ifbyphone we have focused on enhancing our products to improve the way the businesses we serve do business. As you organize your strategy for the rest of 2013, keep these product enhancements in your pocket.
Updated and Organized IVR
As IVR spreads far and wide as a tool for businesses everywhere, we saw the need to incorporate accommodations for international phone numbers. Our system now allows 15 digits in the IVR transfer number field for international phone numbers. That’s not all: customers can now sort IVRs by name, date modified, and number of questions, and building IVR questions that incorporate responses to a previous question is now a breeze. We’ve also made it easier for Call to Record users: the prompts are now audio as opposed to TTS.
New Read-Only Manager Panel
Now your agents who are working from home can have full visibility into the call center, enabling them to collaborate with other reps and make better decisions that sometimes are impaired by telecommunication. Agents cannot change other agent’s statuses or send them messages—those abilities are reserved for the full manager panel—but they can see who’s on a call, who’s on break, etc., eliminating much of the hassle involved when employees work from home.
We realized that for nationwide businesses, the ability to distinguish between time zones in reports was important and necessary. More impressively, we have made it easier for businesses to determine return on investment with updates to our Google Universal Analytics integration. Every click to your site from Google Adwords is assigned a Google Click ID (gclid) and in much the same way as Universal Analytics, you can now (as of October) import conversion data with revenue from online and offline sources. Our SourceTrak application captures the gclid for each web visitor and can pass is through in real time to your business’s system of record.
And By Popular Demand… the Log Out Button
This one may seem like no big deal, but for those of our existing customers who have been asking for it, this is a triumph. In an effort to make our system easier and more consistent, we have moved the Log Out button to where users expect to find it: in the upper right corner of the interface. It’s the little things.
At Ifbyphone, we never stop working on ways to make your business better. You’ll continue to hear about our enhancements as we roll them out.
The Atlanta ABC affiliate is using Nexidia's Dialogue Search to make its audio and video archives searchable.
Before her performance, Cara Rose DeFabio asks her audience to kindly turn on their phones. Texting during the show is strongly encouraged. Audience member’s ringers should be on, and phones must remain accessible at all times. Cara lets the instructions sink in for a second, and then starts her show.
DeFabio’s, “After The Tone” takes the telephone to a place where it’s normally barred – the theatre. “After The Tone” explores how technology is changing our everyday relationships, and Cara uses that very technology throughout the show. She texts her audience using Twilio SMS. They text her back personal stories about death, love and family which she receives and recites on stage in real time.
“Access and purpose are the key to the success of art,” says Cara. She knows her audience members have personal stories about death, technology and relationships — that’s why they’re at the show. But, getting them to share is tricky. Using SMS, audience members can text Cara without having to reveal themselves to their fellow audience members. The first time they hear their secrets read aloud on stage is powerful. “There’s something intimate about reading [texts] and adding your own inflection to it,” says Cara.
Taking The Stage…Remotely
Cara’s first “art meets tech” experiment back in 2008 was part accident, part ingenuity. She was stuck at work and couldn’t make it to her show, so she Skyped in. From that performance on, Cara tried out different platforms during her shows: Skype, Google Voice, Twitter and more. But, she needed a more immediate way to reach her audience.
Writing plays is one thing, writing code is another. When Cara wanted to build out a Twilio app to power “After The Tone”’s audience interaction, she needed some help. Cara called an old friend she met at the SF Fringe Festival, Code For America Fellow, Andrew Hyder. He worked with Cara to not only build her app but show her how to run it at any show, in any theatre. Now, she can hand a stagehand, production manager or whoever behind the scenes and show them how the Twilio app works.
To Andrew, the technology powering the interaction plays a small role in the grand scheme of the show. “The tech was easy, but Twilio made it easier. It’s not just the newest shiny thing, or ads [that matters]. You’re able to communicate — it’s powerful.”
Learn more about Cara and browse through her pictures of “After The Tone” here
This past holiday weekend, American families gathered for their traditional turkey, football and apple pie. This year, with the controversy over the increasingly early shopping hours encroaching on family-time, retailers held their collective breath to see if consumers would respond to the earlier store openings and leave their families if the sales were enticing enough. And they did! 45 million shoppers headed out on Thanksgiving Day.
The four day shopping weekend continued to show online and mobile growth with consumers opting to surf their tablets and smartphones — showrooming, webrooming and jumping on mobile delivered deals.
We pulled together an infographic to capture some of the many stats that make up this shopping holiday that has become as American as apple pie.
Want to learn more about adding mobile marketing into your retail campaigns? Download Making the Mobile Connection This Holiday Season and All Year Round.
Qualified and talented employees are essential to a company’s success, and if that company is smart then it strives to keep these employees as it attempts to build a better, stronger business. Those companies that do it the best have been named National Best and Brightest Companies to Work For winners for 2013.
Ifbyphone is proud to announce that we are one of those companies.
The winning companies were assessed by an independent research firm, which reviewed a number of key measures relative to other nationally recognized winners. They include:
- Benefits and Employee Solutions
- Employee Enrichment, Engagement and Retention
- Employee Education and Development
- Recruitment, Selection and Orientation
- Employee Achievement and Recognition
- Communication and Shared Vision
- Diversity and Inclusion
- Work-Life Balance
- Community Initiatives
- Strategic Company Performance
At a time when Ifbyphone’s growth continues to accelerate, adding on to an existing base of over 3,800 customers, we are fully aware of the value—now more than ever—of team players who will take us to the next level. As of November 2013, we have processed over 200 million phone calls and nearly 400 million minutes…and we’re growing at a rate of 150% per year. With numbers like those, the people that we hire need to be smart, they need to work hard, they need to be ambitious. They also need to be nice, because one of the things we focus on most at this company is being the easiest place you’ve ever done business with. We call these people SWANs, and as much as we strive for growth, we also strive for a work environment that fosters the positive attitude necessary to not only grow our business but keep our SWANs happy. It’s more than human resources: it’s building a company that acknowledges the people who build it as indispensable parts of an important process.
We’re proud to be ranked on this wonderful list and even prouder to employ the amazing workers who made it possible.
To learn more about Ifbyphone’s innovative employee environment and see a list of open positions, please visit our career page.
The post Ifbyphone Announced As One of the Best and Brightest Companies to Work For™ in the Country appeared first on Ifbyphone.
The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings. (Originally reported on DestinationCRM.com)
Analyst firm TechNavio predicts voice biometrics to dominate the market growth opportunities.
Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite.
Siri Eyes Free is now available as a dealer-installed accessory on some Honda and Acura car models.
The new platform is said to be faster and more accurate.
The choice of SmartWORKS PLUS expands integrations for the Calabrio ONE workforce optimization suite.
The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings. (Originally reported on DestinationCRM.com)
According to a recent study by Business Insider in which the future of digital is examined, mobile is the only medium that is growing. Here is their chart.
It’s true, then. That little purple bar says a lot, and when it comes to mobile, it’s loud and clear. Mobile is gobbling up other platforms, but this is one monster you shouldn’t be afraid of. Instead, marketers should embrace mobile as a shiny new cog in the marketing machine. Here are some reasons marketers should love the growth of mobile and how they can implement it into their campaigns.
Mobile Makes Your Content More Shareable
As we all know, content is king, and content is extremely shareable when viewed on a mobile device. 60% of Twitter’s 215 million active users access the social sharing platform via mobile device, so when your content is seen on a mobile device, there’s the chance that it will be tweeted, Liked, etc. more frequently and will ensure your content gets in front of more eyeballs. The concept of virality is often strived for and rarely achieved, but these days it will never be achieved at all if mobile isn’t involved in some way.
Users Searching on Mobile Are More Likely to Call Your Business
A study done on behalf of Google revealed that 70% of mobile searchers call a business directly from search results. In fact, 43% of all e-commerce transactions that begin with a web search end with a telephone call. It makes sense, after all: their phone is already in their hand and the phone number or click to call is right there. Given the fact that 65% of merchants and vendors say that a phone call is the most valuable lead they can receive, this habit of mobile users of making phone calls means good things for your business. The onus, however, is on you to make this interaction possible: put phone numbers on all your content. Put phone numbers in your PPC ads. Put phone numbers on each page of your website. Mobile users are quick to call, but they’re also quick to navigate to another page—and another business—if tracking down a way to reach you is too difficult. Make it easy for them and they’ll make it easy for you.
Mobile’s growth is indicative of the changing landscape of digital, and marketing in general. The way customers want to learn about your business is changing, and rather than resist what is clearly a growing trend—the chart shows an 8% increase in mobile from 2012 to 2013—it is wise to embrace the future and get your business on board before it’s too late. You can learn more now by downloading our free white paper, Marketing to Smartphone Users: New Mobile Strategies for Driving Sales
The post The Mobile Monster Is Gobbling Up All Other Platforms appeared first on Ifbyphone.
RestorationSOS Improves Lead Response Speed, Optimizes Marketing Spend, and Generates More Business Using Ifbyphone
RestorationSOS is a marketing firm that drives business for water, fire, and sewage damage cleanup and restoration service providers. When people experience damage from these events, they reach out to RestorationSOS to be connected with experienced and certified experts. It is critical to their business success that RestorationSOS get these leads in contact with experts as quickly as possible.
Converting Web Form Submissions Into Instant Conversations
RestorationSOS first started using Ifbyphone to convert web form submissions from leads on their web site into instant phone calls with restoration experts. Urgency is important in RestorationSOS’s business model as their customers are often in stressful situations when seeking their services. Using Ifbyphone’s MyLeadResponder technology, RestorationSOS is able to trigger phone calls to their agents the second someone submits a web form requesting help. Ifbyphone then calls the lead and connects them with the agent immediately in conversation. By getting leads on the phone within seconds of their web form submission, RestorationSOS is not only able to provide them with better service, but also improve their own conversion rates by ensuring that leads don’t grow cold.
Tracking Phone Leads to Improve Marketing Performance and Optimize Spend
After initial success with MyLeadResponder, RestorationSOS began using Ifbyphone’s call tracking service to monitor and manage the effectiveness of their marketing programs, including Google paid search advertising. Using Ifbyphone’s call tracking technology, RestorationSOS is able to view the specific marketing source that generates every inbound phone call. For Google paid search, they can even view the keyword, ad, and landing page that generated the phone call, so they can understand exactly what’s working – and what isn’t – to optimize campaign performance and improve marketing ROI.
“Ifbyphone’s call tracking definitely helps RestorationSOS market more intelligently, generate more leads, and improve our marketing ROI. For our Google PPC ads, Ifbyphone’s call tracking reports enable us to weed out bad keywords and underperforming ads and landing pages, so we can funnel our advertising budget to campaigns that really drive leads,” said Nov.
When calls come in, Ifbyphone displays a pop-up on the agent’s screen showing RestorationSOS agents the exact marketing ad, campaign, keyword search, or other source that generated the call. Ifbyphone even “whispers” the name and lead source of the inbound caller prior to the agent saying hello.
For example, if the lead was calling from a Chicago area code or searched for a Chicago contractor on Google before calling, RestorationSOS can answer the call with “Hello, this is RestorationSOS of Chicago,” giving their service a local feel. Being able to see the lead source for each caller also arms the answering agent with valuable information to more quickly qualify the lead and transfer them to the most appropriate vendor.
Tracking Leads Through the Sales Funnel Using Ifbyphone’s CRM Integration
Next, using Ifbyphone’s API integration, RestorationSOS integrates all of their phone lead data with their in-house CRM system. Having all of their phone lead data in their CRM enables RestorationSOS to see where their most valuable leads come from by tracking them through the sales funnel to revenue. Using this data, RestorationSOS has been able to grow their business by better allocating marketing spend to sources that generate valuable customers.
Recording Phone Calls for Quality Assurance
Finally, RestorationSOS also needed the ability to monitor calls between the leads they generate and their vendors to ensure quality. Using Ifbyphone, every inbound phone lead that RestorationSOS receives and connects with a consultant is recorded for quality assurance. The call recordings are used to monitor customer satisfaction and quality of the service agents.
“Ifbyphone’s call recording feature is a huge help,” said Nov. “It enables me to be in between the customer and my contractor at all times – I know if the job is being done well, and how much was paid. This adds a lot of value and makes our lives much easier.”
The most common approach for making a computer talk is to record an actor reading a text and then to reuse small clips of the speech recordings to create new sentences. One might think that the actor simply reads all the words of a language and that the computer then simply strings these recordings together when creating new sentences. While a nice idea, it would not work very well in practice.
It would be almost impossible to cover all the words and names in a language. Additionally, words are pronounced slightly differently depending on their location in a sentence. Instead, the actor reads a carefully created script that tries to capture the richness of the language and the actor’s speech in a limited number of sentences.
Still many thousands of sentences are needed. The actor reads these sentences under strict supervision by a trained phonetician to make sure they come out as intended and that the style is kept the same. This process takes several weeks. The recorded sentences are analyzed in detail in order for the computer to be able to use them to create totally new sentences.
When the computer is given a text to read, it will first translate characters that aren’t words, e.g. digits, into words. Then it will look up the pronunciation of each word in a digital pronunciation dictionary. Finally, it will try to choose the best recording clips, from all the recorded sentences, that match the text and piece these together to create new computer-generated speech. These clips can be words, but more commonly they are shorter bits, like syllables or even shorter.
When this process works as intended, the results can sound very similar to recorded human speech. In a sense, it is of course recorded speech. The process is usually not perfect though, and small errors can sometimes be noticed. A common cause is that a name or word wasn’t included in the computer’s pronunciation dictionary.
A recent study by Google showed that 90% of people use multiple screens and devices sequentially to accomplish a task over time. In the multi-device world we now live in, marketers need to focus more energy on measuring and optimizing the full path to conversion for leads and customers. That’s why Google is introducing the Estimated Total Conversions tool to help marketers have a more holistic view of visitors’ paths to conversion.
More and more often users are accessing your website from multiple devices before they convert. Perhaps their first interaction with your brand occurs on their mobile phone on the way to work. Since your brand compelled them on mobile, they want to learn more and access your brand for a second time on their desktop computer while at work. Then, once they are ready to make a purchase, they access your brand for a third time on their tablet at home – maybe they make an online purchase, maybe they call you, or perhaps they fill out your lead capture form to learn more.
Traditionally your website would only count their last visit – on a tablet in this example – as a conversion. Now, with cross-device conversions, Google is attempting to estimate a user’s behavior from mobile to desktop to tablet, and each visit is tracked as an “assist” to the ultimate conversion. The Estimated Total Conversions tool can help you measure and understand the path users take to convert, and in turn help you optimize your investments and time.
Tracking Phone Calls as Conversions
What’s more, according to Google, consumers make an average of 40 million calls directly from Google ads each month – if you aren’t tracking phone calls as conversions, you’re missing a huge piece of your conversion data. What happens when someone first visits your website on their tablet, then again on their mobile device, and then decides to call your business? Tracking their path through to the phone call they make is important data that can help you optimize your marketing spend.
To learn more about tracking phone calls as conversions, download our free guide: Tracking Phone Leads: The Missing Piece of Marketing Automation.
And stay tuned for part 2 of this post where we will share results of a few tests we are running to see how well Google is actually able to estimate cross-device conversions.
The post Tracking Cross-Device and Estimated Total Conversions in Google (Part 1) appeared first on Ifbyphone.